Customer relationship management (CRM) is considered a practice and strategy that organizations use to retain, identify, acquire, and cherish profitable customers by constructing and sustaining long-term relationships with them.
According to IFMA, Facility Management (FM) is made up of multiple disciplines that work in harmony to ensure an organization's functionality by incorporating people, processes, places, and technology. There are various activities involved in building and delivering services effectively. FM fulfills the detailed requirements of the facility and maintains coordination between the FM department and FM consumers. Therefore, it must be adjusted and balanced to meet the needs of both parties.
For FM, the primary customer is the organization's executive management, with the complementary unit responsible for implementing the core functions of the organization and service providers.
Customer relationship management (CRM) is a practice and strategy that organizations use to identify, acquire, retain and value profitable customers by building and maintaining long-term relationships with them.
CRM can be used in facility management to manage documents and find essential information. The customer relationship should be continuous and highly interactive with customers, working together and complementing each other regarding knowledge base and interests.
The main benefit of CRM is customer satisfaction. This strategy allows for the organized and systematic handling of marketing, servicing, and selling products and services to customers. One can provide better service to customers through a detailed analysis of their issues.
CRM can help maximize business performance by increasing upsell and cross-sell opportunities. These sales strategies can be easily implemented with CRM because of an understanding of wants, needs, and purchase patterns. Including this information in a central database system means that the sales team can take necessary action as needed when an opportunity arises.
CRM can enhance communication within the company by allowing data to be shared between different departments, enabling teams to work together; This further helps optimize the customer experience.
There are additional benefits, such as improving customer retention, optimizing marketing, and gaining valuable insight. As mentioned, numerous CRM benefits can improve a company of any size with better customer service and enhanced customer satisfaction.
Cryotos CMMS Software offers varied features for efficient management of facility management. Cryotos also provides the option for integrating with existing applications like CRM, ERP, or SAP for full-fledged management of facility maintenance operations.
